Service Failure and Recovery

Business Management

Explores service failures, customer gaps, internal provider gaps, and recovery strategies using examples like room reservation errors and manager actions.

Service Recovery Customer Service Gap Analysis

5 Questions Medium Ages 16+ Nov 12, 2025

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About this Study Set

This study set covers Business Management through 5 practice questions. Explores service failures, customer gaps, internal provider gaps, and recovery strategies using examples like room reservation errors and manager actions. Every question includes the correct answer so you can learn as you go — pick any format above to get started.

Questions & Answers

Browse all 5 questions from the Service Failure and Recovery study set below. Each question shows the correct answer — select a study format above to practice interactively.

1 What is a Customer Gap in service management?

A Difference between expected and received service
B A hole in the wall
C Price difference
D Employee satisfaction

2 Which internal provider gap is associated with data entry errors?

A Gap 3
B Gap 1
C Gap 2
D Gap 4

3 What is an example of a recovery action after a service failure?

A Room upgrade
B Ignoring the customer
C Increasing prices
D Reducing staff

4 What does Gap 4 refer to?

A False Promise
B Data Entry Error
C Poor Communication
D Lack of Resources

5 What could be the result of a 'Failure Wrong room reservation form'?

A Huge Customer Gap
B Increased profits
C Improved employee morale
D Lower expenses

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